Change Management and Complaints Training Series 4: Complaints Handling – Foundations (All Staff)

This introductory session supports staff in understanding the purpose and value of complaints within the NHS. It focuses on conflict avoidance and de-escalation. building confidence, reducing defensiveness, and ensuring that every complaint is handled with professionalism and empathy.

Outline:

· Why complaints matter: learning, safety, and patient trust

· Communicating with empathy and professionalism

· De-escalation techniques for challenging conversations

· Team-based learning: case studies from primary care

· Creating a proactive, not reactive, complaints culture